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FAQs

Ordering Online

Gift Cards/Certificates

Retail Stores

Company

Products

Ordering Online

How do I place orders?

Ordering at Janie and Jack's Online shop is easy. From the product page, simply select the size of the item you would like and the quantity and click "Add to Bag". When you are finished shopping, click on the Shopping Bag button at the top of the page and follow the instructions to check out. If you would like additional assistance placing an order, please contact Customer Service at 1-877-449-8800. We're here Monday through Friday, 6:00 a.m. to 6:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST). For credit card security, we do not accept orders via email.

How does real time inventory work?

Our inventory is managed in real time. Product availability is displayed on each product page. It is important to know that your shopping bag will not reserve the actual inventory on your order until the checkout process is completed. On occasion, items in your shopping bag can become "out of stock" before the checkout process is completed and will be removed from your shopping bag. This may occur on items with low inventory, such as sale merchandise with only 1 or 2 items left in stock. Items in your shopping bag will be saved indefinitely, should you want to shop at a later date. As inventory levels get depleted, the corresponding saved item(s) will be automatically removed from your shopping bag. Therefore, when you return to shop our site, the items in your saved shopping bag will only reflect what is currently available for purchase.

What size is the right size?

Select the right size for that special child using our Janie and Jack apparel size chart. Simply look for the child's age, height, or weight to ensure that your purchase will be the appropriate fit.

How do I pay for my order?

For your convenience, we accept all major credit cards (American Express, VISA, MasterCard, JCB, and Discover/Novus) as well as gift cards and electronic gift certificates. Janie and Jack merchandise credit vouchers currently can only be used in our retail shops.

Is my credit card secure?

The importance of security for all personally identifiable information associated with our customers is of utmost concern to us. We take great care in providing secure transmission of your information from your computer to our servers. For instance, when credit card information is transmitted, we use the industry standard SSL (secure socket layer) encryption. SSL encryption is a method by which information is encrypted while being transmitted over the Internet. While no method is completely impenetrable, SSL is the state-of-the-art encryption technology used in e-commerce today. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we are committed to protecting your personal information, Janie and Jack cannot entirely ensure or warrant the security of any information you transmit to us.
The protection of your personal information is important to Janie and Jack, and as a result, we do not accept orders via email. We will gladly accept your order by phone at 1-877-449-8800. Our Customer Service hours are Monday through Friday, 6:00 a.m. to 6:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST).

How quickly will my order be processed?

All domestic orders received prior to 9:00 a.m., Pacific Standard Time, Monday through Friday, are processed within 1-2 business days (unless otherwise indicated on our shipping page in checkout). Flat Rate Standard delivery takes up to 10 business days after your order has been processed.

Rush delivery takes up to 5 business days after your order has been processed. Express delivery is available for an additional charge. Orders going to Alaska, Hawaii, PO Box/APO/FPO addresses and U.S. territories are shipped via U.S.P.S Priority Mail or UPS Surepost. Click here for shipment options and information regarding international shipping.

Do you ship outside the United States?

Yes, janieandjack.com currently ships to several countries in Europe, Asia & Pacific, North America, and the Middle East as well as to Military (APO/FPO) addresses and U.S. Territories (including Puerto Rico, the Virgin Islands, the Pacific Islands, Guam and American Samoa). Additionally, the site accepts all international billing addresses. More information about shipping internationally is available
here

Customers with United States military APO/FPO addresses can continue to shop on janieandjack.com.

How do I find what I'm looking for?

If you know the product(s) you're looking for, simply enter the description or the SKU number into the search box on the Product Search page. You can also browse items by product category. Click here to search for merchandise.

What are the benefits of completing My Account online?

Make shopping at janieandjack.com faster and easier by creating an account online. You will be able to track your orders, save addresses, manage your password, check your Gift Card balance, and cancel orders (within an hour of placing them). To create an account go to the Sign In/Register link at the top of the page. It only takes a few minutes and you can update or view your account at any time. The information in your account is confidential. Click here for our Privacy & Security Statement.

How do I sign up for My Account?

Go to the My Account button at the top of the page. It only takes a few minutes and you can edit, view or delete your account at any time. The information under My Account is strictly confidential. Click here for our Privacy & Security Statement.

How can I cancel my order?

If you would like to change or cancel your order, please contact Customer Service at 1-877-449-8800 within 30 minutes of placing your order Monday through Friday, 6:00 AM. to 6:00 PM (PT), Saturday 7:00 AM to 3:00 PM (PT), and Sunday 8:00 AM to 4:00 PM (PT). We’ll do our best to cancel your order at this point. However, please keep in mind that our systems are designed to get orders on the way as quickly as possible, and we’ll be unable to cancel your order if it’s already entered our shipping & handling process.

Why does Janie and Jack charge sales tax on online orders?

Janie and Jack is required by law to charge sales or use tax in any state in which it has a physical presence. Since Janie and Jack is a fully owned subsidiary of Gymboree Group and Gymboree has a presence in 50 states, we must charge tax in all of these states. The actual tax rate applied to your purchase is based on the destination of the order.

Is there a limit to how much I can order?

Yes, there are limits. We do not authorize the purchase of our merchandise for resale. To enforce this policy, we reserve the right to limit purchases to five (5) items per style, per color, per customer (excluding "stock accessories"), regardless of size of the merchandise. Stock accessories include all hair accessories, jewelry, basic socks, sunglasses, basic tights and underwear; stock accessories do not include fashion tights, fashion socks and handbags. We also reserve the right to cancel multiple orders of merchandise purchased in violation of this policy. We may modify this policy at any time for any reason and we may make exceptions to this policy, as we deem appropriate.

This Limits on Purchases Policy applies to purchases made at our Janie and Jack shops and on www.janieandjack.com.

How do I remove items from my shopping bag?

Please ensure you have selected a shipping method on the shopping bag page before clicking "Update Shopping Bag" to remove items.

Retail Stores

What is a Janie and Jack Gift Card?

The Gift Card is a pre-paid debit card similar to a gift certificate that can be used to buy merchandise at any U.S. Janie and Jack shop and at www.janieandjack.com. It's more convenient than carrying cash or a paper gift certificate.

What is a Janie and Jack Electronic Gift Card?

Electronic Gift Cards function in much the same way as Gift Cards. However, Electronic Gift Cards are delivered to their recipient via email. It will take up to 1 business day to process all electronic gift card orders. Electronic Gift Cards are redeemable online or in shop.

How can I purchase a Janie and Jack Gift Card or Electronic Gift Card?

How do I use a Janie and Jack Gift Card or Electronic Gift Card?

Janie and Jack Gift Cards may be used at any U.S. Janie and Jack retail or outlet shops and at www.janieandjack.com.

In shops, the Gift Card works just like a debit card. The Associate swipes it through the register and deducts the amount from the card. The Associate can type the Electronic Gift Card number into the system to apply to your purchase.

At janieandjack.com, you'll find a place to enter your Gift Card (or Electronic Gift Card) number and PIN in the Billing section of Checkout. You must click on "Apply" for the Gift Card to be applied to your order. If the amount of your Gift Card (or Electronic Gift Card) does not cover your order total, you will be requested to select an additional payment method. If the amount of your Gift Card (or Electronic Gift Card) is more than your order total, the remaining balance will stay on the Gift Card.

Can anyone use my Janie and Jack Gift Card?

Yes. Because your name does not appear on the card, you may use it yourself or give it to anyone you choose.

Can I consolidate my Janie and Jack Gift Cards onto one Janie and Jack Gift Card?

We are currently working on this enhancement. You may not consolidate your Janie and Jack Gift Cards onto one Janie and Jack Gift Card at this time.

How many Janie and Jack Gift Cards can I use during one transaction/purchase?

You may use more than one Janie and Jack Gift Card per transaction in both the stores as well as online.

Where can I use the Janie and Jack Gift Card?

It may be used at any U.S. Janie and Jack retail shop and at janieandjack.com. Gift Cards are not redeemable at global.janieandjack.com at this time.

Can I use my Janie and Jack Gift Card online?

Yes, you may use your Janie and Jack Gift Card at janieandjack.com to make purchases. To redeem your gift card online, input the gift card number at the bottom of the Payment page during checkout and enter the unique PIN from the back of the gift card into the PIN location. The full amount of the gift card will be applied to the order. Any unused balance will remain on the card. Gift Cards are not redeemable at global.janieandjack.com at this time.

What happens when all the card value is used? Should I throw the card away?

Once you run out of funds you may not add additional funds to the Janie and Jack Gift Card at this time. We are currently working on adding this functionality.

Will any Service or Dormancy Fees be charged to my Janie and Jack Gift Card?

There are no Service or Dormancy Fees associated with the Janie and Jack Gift Card.

What can I do if I've lost my Merchandise Credit or Gift Card?

Lost, stolen, or damaged Gift Cards, Merchandise Credit vouchers or e-gift cards may be replaced with a new Gift Card, Merchandise Credit, or e-gift card for the remaining balance upon presenting an original sale or gift receipt. However, if you have retained your card number and PIN, you may use them to purchase online.

My card no longer works. Can it be replaced?

We will be happy to replace your damaged Janie and Jack Gift Card or Merchandise Credit free of charge so long as the card number and balance can be verified.

How do I use my Janie and Jack paper Gift Certificate?

Due to a systems conversion, our U.S. stores are no longer able to accept paper gift certificates or paper merchandise credits. Please call Customer Service at 1-877-449-8800 to obtain a replacement gift card or merchandise credit card. We apologize for any inconvenience.

Gift Card Terms and Conditions

The use of this card constitutes acceptance of the following terms and conditions. This card is redeemable for merchandise only at U.S. Janie & Jack stores and online at www.JanieandJack.com. Purchases will be deducted from the card balance until the value reaches zero. The card may not be applied as payment to any account except as required by applicable law. This card may be redeemed for cash if the balance is less than $10, except as otherwise required by law. Returns on purchases made with a Gift Card will be satisfied with a Mercahndise Credit. Lost, stolen or damaged Gift Cards may be replaced for the remaining balance at the time of notice upon presenting an original sale or gift receipt. Any term is void where prohibited by law. Check your card balance by calling 1-800-308-6140. Gym-Card LLC, a Virginia limited liability company, is the issuer of this card. For more information visit janieandjack.com and click on Help & FAQs.

Merchandise Credit Terms and Conditions

Your signature on this card constitutes acceptance of the following terms and conditions. Valid identification is required upon issue and at time of redemption. This card is non-transferable. This card is redeemable in the U.S. for merchandise only at any Janie & Jack store. It is not valid online at janieandjack.com. Purchases will be deducted from the card balance until the value reaches zero. The card may not be applied as payment to any account or redeemed for cash except as required by applicable law. Lost, stolen or damaged merchandise credits may be replaced for the remaining balance at the time of notice upon presenting an original sale or return receipt. Returns on purchases made with Merchandise Credit will be satisfied with another Merchandise Credit. Any term is void where prohibited by law. Check your card balance by calling 1-800-308-6140. Gym-Card LLC, a Virginia limited liability company, is the issuer of this card. For store locations and more information about this card, go to janieandjack.com and click on Help & FAQs.

Retail Stores

The item I am looking for is no longer available in my local store. What can I do?

If you are unable to find a specific item at your nearest shop, you may search online. To conduct a product search, please use the search box on the top right of your page.

We are currently unable to locate specific items by shop location.

Does Janie and Jack franchise its retail shops?

Our retail shops are owned and operated by Gymboree Group and are not franchised.

With whom can I speak regarding an experience I had in a store?

If you'd like to tell us about a particular experience you had in one of our shops, good or bad, contact the Janie and Jack shop nearest you and speak with the Shop Sales Associate. Our Shop Teams are fully trained to provide you with superior customer service. They will be happy to hear about your experience and recognize outstanding service as well as resolve any concerns you might have. If your concern cannot be resolved in a shop, our Shop Sales Associates can escalate the issue to a District Manager. You may also contact us at retail_stores@janieandjack.com.

Company

Does Janie and Jack offer donations?

Occasionally our retail and online shops are left with extra merchandise after our final markdowns. We regularly donate these items, as well as any proceeds from fund raising events, to charitable organizations. Gymboree Group, has a designated organization for each country in which we operate. This is one of the ways that we "Celebrate Childhood."

Does Janie and Jack have outlet shops?

Janie and Jack Outlet shops are open in select states. Visit the store locator to find an outlet shop near you.

Products

What do I do if I have a defective item?

At Janie and Jack we pride ourselves on our high standard of quality of our clothing. We will always stand behind our product when there is a defect and offer a full value refund to our customers. Our Sales Associates are fully knowledgeable about our product and are able to recognize quality flaws. Please feel free to return the defective item at your local Janie and Jack shop. Our Sales Associates will be happy to offer you a full value exchange or a Merchandise Credit Voucher. If you purchased an item online and found a defect in it, please return it to us by mail. For more information, please contact Customer Service at 1-877-449-8800 Monday through Friday, 6:00 a.m. to 6:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST).

Whom can I contact regarding a product idea for your stores?

Janie and Jack designs and manufactures all of our own merchandise. Our designers love to hear ideas and comments from our customers. You may send your idea to the following address, for further review:

Janie and Jack's treatment of new product ideas is discussed in detail in the Terms of Use section of the web site.

How do I find out about new merchandise, special promotions and sales?

To find out about new merchandise and special events at Janie and Jack, join our email list by entering your email address into the email field in the footer below. You may unsubscribe from this service at any time.